Frequently Asked Questions
SHIPPING
Where are Fruitchouli orders shipped from?
All Fruitchouli pieces are shipped from our Australian studio.
Where do you ship to?
We ship internationally with UPS Express or DHL eCommerce.
Within Australia, orders are sent via Express Australia Post.
At checkout, you’ll see if we’re able to ship to your country.
More shipping information is available here.
How much does shipping cost?
View our shipping rates here.
Are duties and taxes included?
All prices are shown inclusive of GST for Australian customers.
For international orders, duties and taxes are paid at checkout where indicated. For all other destinations, applicable duties, taxes or fees are payable by the recipient upon delivery and are not included at checkout. View full shipping information here.
If a parcel is refused due to unpaid duties, taxes or fees, the customer is responsible for all associated costs, including return shipping and handling fees.
When will my order arrive?
Australian Orders: Once knitted (see knitting timeframe on product page), your order is delivered via Express Australia Post in 1–4 business days, depending on your address.
New Zealand Orders: Once knitted (see knitting timeframe on product page), your order is delivered in 3–5 business days, depending on your address.
International Orders: Delivery times vary by destination. See detailed delivery times for international orders here.
Can I track my order status?
You will receive a shipping notification with tracking details once your order has been dispatched.
ORDERS
What is a knitting timeframe?
All Fruitchouli pieces are knitted to order with a timeframe listed on the product page.
If multiple items are ordered, your order will be shipped once the piece with the longest knitting timeframe has been completed.
The knitting timeframe commences on the next business day after your order is placed.
Please reach out to us at info@fruitchouli.com for urgent orders.
Can I change or cancel my order?
As Fruitchouli knitwear is made to order, we can only accommodate changes or cancellations within 12 hours of placing your order.
Please contact us at info@fruitchouli.com as quickly as possible if you have changed your mind.
Can I request an urgent order?
If you require your order sooner, please contact us at info@fruitchouli.com before placing your order.
We will do our best to accommodate your request, however availability may be limited due to made-to-order production and studio capacity.
Which payment methods do you accept?
We accept all major credit and debit cards, as well as Apple Pay, Google Pay, PayPal and Afterpay (available in select countries).
When will my card be charged?
After an order is placed, payment will be authorised and held. Once the order is confirmed, payment will be taken. Your confirmation email will act as notification that your card has been charged.
RETURNS & EXCHANGES
Can I return or exchange my order?
We accept returns for exchange, store credit or refund to the original payment method within 14 days of delivery or collection. For international orders, we offer store credit or refund rather than exchange. Bespoke pieces are final sale and cannot be returned or exchanged.
Orders placed for the purpose of trying multiple sizes are not eligible for return.
Returned knitwear must be unworn, with all tags attached and returned in its original reusable storage sleeve. All returns are inspected before an exchange, store credit or refund is issued.
Customers are responsible for return shipping costs, including items returned for exchange. For Australian exchanges, Fruitchouli covers the cost of shipping the replacement item. Original shipping charges are non-refundable, except where required by law. Returned items remain your responsibility until received by Fruitchouli.
Duties and taxes paid at checkout on international orders are non-refundable on returns, unless required by applicable law.
To proceed with a return or exchange, please email us at info@fruitchouli.com within 14 days of delivery or collection, quoting your order number.
Can I return my order for a refund?
We accept returns for a refund to the original payment method within 14 days of delivery or collection. Bespoke pieces are final sale and cannot be returned for a refund.
Orders placed for the purpose of trying multiple sizes are not eligible for return or refund.
Returned knitwear must be unworn, with all tags attached and returned in its original reusable storage sleeve. All returns are inspected before an exchange, store credit or refund is issued.
Customers are responsible for return shipping costs. Original shipping charges are non-refundable, except where required by law. Returned items remain your responsibility until received by Fruitchouli.
Duties and taxes paid at checkout on international orders are non-refundable on returns, unless required by applicable law.
To proceed with a return, please email us at info@fruitchouli.com within 14 days of delivery or collection, quoting your order number.
Can I return my bespoke order?
Bespoke pieces are final sale and cannot be returned or exchanged.
How do I return or exchange my order?
To proceed with a return, please email us at info@fruitchouli.com within 14 days of delivery or collection, quoting your order number.
Customers are responsible for return shipping costs, including items returned for exchange. For Australian exchanges, Fruitchouli covers the cost of shipping the replacement item. Returned items remain your responsibility until received by Fruitchouli.
OTHER QUESTIONS
Which size should I choose?
Our Body Measuring Guide is a great place to start, as it outlines the measurements we base our sizes on.
You'll also find a size guide on every product page, with detailed fit notes and garment measurements. We recommend comparing them to a similar garment you already own.
If you’re uncertain, we’re here to offer guidance and help you choose the size that feels right. Bespoke options are available for all knitwear pieces.
Contact us at info@fruitchouli.com for support.
What does made to order/knitted to order mean?
Made to order, or knitted to order means we make your knitwear once it has been ordered. Nothing is pre-made or held in stock.
This approach prevents unnecessary overproduction and ensures each Fruitchouli piece is knitted especially for you.
Where is Fruitchouli made?
All Fruitchouli pieces are knitted in Corhanwarrabul (the Dandenong Ranges), Australia, in our family-owned and operated knitwear studio.
What is Fruitchouli knitwear made of?
Fruitchouli knitwear is made from carefully selected biodegradable plastic-free yarns, including yak, organic cotton with SeaCell™ lyocell and organic cotton with cashmere.
Each fibre is chosen for its comfort, performance and natural origin.
More information is available about Our Yarns.
How do I care for my Fruitchouli pieces?
Our care instructions for each piece are listed on their product page under Care, and are provided on the product's care label or care card.
You can also find a detailed overview on our Care page.
How do I store my Fruitchouli pieces?
Store your knitwear folded in the reusable storage sleeve provided.
Ensure your knitwear is clean and fully dry before storage. Never store your pieces hanging, and keep them out of direct light.
Each storage sleeve is made in our Australian studio from organic cotton and is fully biodegradable, including the button.
